Customer Experience Specialist

1 week ago

Pune, Maharashtra, India beBeeSupport Full time ₹ 8,00,000 - ₹ 14,00,000
Customer Support Lead

We're on a mission to provide world-class customer experiences by leveraging cutting-edge technologies.

About Us

We're a dynamic team of professionals dedicated to delivering exceptional support services to organizations with complex workforce management needs.

We foster a culture of ownership, where every member genuinely cares about their work and strives for excellence in every interaction.

Role Overview

As Customer Support Lead, you'll be responsible for ensuring customer satisfaction by overseeing and optimizing support operations. You'll lead and manage a team of support professionals, focusing on delivering outstanding support and technical assistance to customers.

This role involves ensuring a high-quality customer experience through proactive problem-solving, efficient resolution of escalated issues, and continuous improvement based on data-driven insights.

Key Responsibilities

  • Foster a customer-centric culture within the support team.
  • Provide technical guidance to the support team and customers.
  • Lead and inspire a team of support professionals to achieve performance goals.
  • Conduct regular team meetings and training sessions to enhance skills and knowledge.
  • Identify and resolve complex technical & functional issues efficiently.
  • Implement proactive measures to prevent recurring problems.
  • Communicate effectively with customers, internal teams, and stakeholders.
  • Collaborate with cross-functional teams to ensure that escalated customer support issues are resolved quickly and efficiently.
  • Measure and enhance customer experience with data-led decisions and tracking KPIs.

Requirements

  • Bachelor's degree or equivalent experience in Computer Science or related field.
  • 4+ years of experience in Customer Support for a B2B SaaS platform company.
  • Excellent troubleshooting, presentation, and documentation skills.
  • Excellent verbal and written communication skills.
  • Ability to prioritize issues based on complexity and severity.
  • Result-oriented and has great attention to details.
  • Strong empathy for customers and passion for growth.
  • Flexibility with changing job duties and responsibilities.

You'll Get

A competitive compensation package and benefits, Work closely with and be part of a truly amazing team, Join a fast-growing company early, make a difference and enjoy the ride, Challenge yourself and take your career to the next level.

We celebrate diversity and are committed to creating an inclusive environment for all employees.

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